At a Glance
- Tasks: Lead the digital customer journey and enhance user experience across platforms.
- Company: Join a forward-thinking company focused on digital innovation and customer service excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by improving customer interactions and driving digital transformation.
- Qualifications: Bachelor's degree and 4+ years in digital customer platforms or related fields.
The predicted salary is between 60000 - 80000 £ per year.
Overview
Digital Customer Platforms Lead.
This role owns the business process and user experience of the end-to-end digital customer journey for International Customer Service, focusing on digital platforms and satellite systems that support external customer interactions, self-service channels, and assisted service journeys.
Responsibilities
- Act as the functional SME lead for International Customer Service digital platforms, self-service channels, assisted service tools, and customer interaction channels.
- Provide business ownership and day-to-day coordination across EDI, customer portals, DSOS, SFDC, Genesys, OCR, and related satellite systems that enable digital ordering, self-service, and assisted service.
- Maintain a clear view of platform performance, user pain points, adoption trends, issue themes, enhancement opportunities, and business priorities across International markets.
- Translate Customer Service requirements into clear business needs, user stories, process requirements, and enhancement requests for Technology and delivery partners.
- Support governance, prioritisation, and tracking of platform enhancements to ensure alignment with business value, customer experience, and operational efficiency.
- Track and communicate the impact of platform improvements, including adoption, channel shift, service efficiency, issue reduction, and customer experience outcomes.
- Collaborate with Customer Service, Commercial, Supply Chain, Finance, Technology, and external customers to resolve platform issues and improve digital ordering, self-service adoption, and assisted service experiences.
- Work with the RPA/AI Lead to identify opportunities for automation or AI-enabled improvements in platform processes, data flows, or user journeys.
- Develop and maintain platform documentation, process flows, training materials, and user guidance to support adoption and consistent ways of working.
- Provide insight and escalation support to Customer Service leadership on digital platform risks, opportunities, and improvement priorities.
Qualifications
Education
- Required: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
- Preferred: Master’s degree (MBA or equivalent).
Experience and Skills
- 4+ years of progressive experience in digital customer platforms, customer operations, customer service systems, analytics, or related functions, with demonstrable experience as a platform, process, or customer operations SME.
- Hands-on experience supporting, improving, or acting as business owner for customer-facing platforms, digital ordering channels, CRM tools, or operational systems.
- Strong analytical and problem-solving skills; ability to use data and feedback to drive improvements.
- Ability to lead through expertise, influence, and cross-functional collaboration without direct senior manager accountability.
- Preferred: Experience with EDI, customer portals, digital ordering platforms, self-service channels, or assisted service tools.
- Familiarity with CRM, ERP, contact centre, workflow, analytics, or customer interaction platforms.
- Experience in regulated industries such as medical devices, healthcare, or life sciences.
- Experience improving digital adoption, channel shift, user engagement, or change management in customer service processes.
- Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
- Ability to coordinate complex, cross-functional platform or process improvements in a matrixed environment.
- Excellent written, verbal, and presentation communication skills.
- Ability to translate business needs and pain points into actionable digital platform improvements.
- Other
- Language: English (required).
- Travel: Up to 15% (domestic and international as required).
- Certifications: Digital CX, analytics, or project management certifications (preferred).
- Additional Details
Note: This description reflects the role responsibilities and qualifications typically expected and does not include promotional or company-wide information beyond what is necessary to understand the job scope.
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Digital Customer Platforms Lead employer: 8722-DePuy International Limited Legal Entity
As a Production Technician at our Leeds facility, you'll be part of a dynamic team that values innovation and accountability in a supportive work environment. We offer comprehensive training and growth opportunities, ensuring you develop your skills while contributing to high-quality manufacturing processes. Our commitment to safety and compliance, combined with a culture that encourages collaboration and continuous improvement, makes us an exceptional employer in the heart of West Yorkshire.
Contact Details:
8722-DePuy International Limited Legal Entity Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Platforms Lead
✨Get Involved with Customer Support Communities
Join online forums or communities specifically for customer support, like CX Network or Reddit's Customer Service subreddit. Engaging with other professionals can help you learn about trends, potential job openings, and valuable tips that could set you apart!
✨Leverage Your University Career Services
Don't forget to tap into your university's career services! They often have connections with companies looking for interns in customer support, and they can help you refine your interview skills or even set up mock interviews.
✨Show Off Your Communication Skills
Since customer support relies heavily on excellent communication, consider creating a short video introduction or personal website showcasing your skills. Make it easy for potential employers like 8722-DePuy International Limited Legal Entity to see how you connect with customers!
✨Keep an Eye on Seasonal Job Openings
Many companies ramp up their customer support teams during peak seasons, like holidays or new product launches. Make sure to monitor the job boards for companies such as 8722-DePuy International Limited Legal Entity around those times, as these roles can be a great foot-in-the-door!
We think you need these skills to ace Digital Customer Platforms Lead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, clear communication is key! Make sure your CV showcases any experience you've had in roles that involve talking to customers or helping others. Whether it's part-time work, volunteering, or class projects, let your ability to engage with people shine through.
Show Off Problem-Solving Examples:Employers love to see how you handle tricky situations. Include specific instances in your cover letter where you successfully resolved an issue for a customer or a team member. This'll show 8722-DePuy International Limited Legal Entity that you’ve got the critical thinking skills they need in a customer support role.
Tailor Your Cover Letter for the Role:Use your cover letter to express why you’re excited about this customer support position at 8722-DePuy International Limited Legal Entity. Talk about your passion for helping others and how you’re looking to learn and grow in this space. This is your chance to show your motivation as a bachelor candidate, so make it count!
Include Relevant Experience, Even if It's Not Paid:Don't worry if you haven’t had an official customer support job yet. Mention any relevant experience from internships, voluntary work, or school projects that involved supporting others or working in teams. This is important for a bachelor role, as companies often appreciate fresh perspectives!
How to prepare for a job interview at 8722-DePuy International Limited Legal Entity
✨Know Your Tools
Familiarise yourself with popular customer support tools like Zendesk or Freshdesk. It's super likely that you'll encounter questions about how you'd use these tools to resolve customer issues, so having a basic understanding can really impress the interviewers at 8722-DePuy International Limited Legal Entity.
✨Show Off Your Soft Skills
Since this is a customer support role, your ability to communicate clearly and handle tough situations is key. Think of examples from your experiences—whether from part-time jobs or volunteering—where you’ve successfully resolved customer complaints or worked in a team. We want to hear those stories!
✨Understand the Customer
Before your interview at 8722-DePuy International Limited Legal Entity, brush up on their customer service philosophy and the types of clients they serve. Understanding their customer base not only shows you’re proactive but also helps you offer tailored solutions during potential scenario questions.
✨Passion and Willingness to Learn
As this is a bachelor-level position, you might be asked about your motivation for choosing customer support. Be enthusiastic about how this role aligns with your career goals, and highlight your eagerness to learn from the seasoned professionals at 8722-DePuy International Limited Legal Entity. Your willingness to grow can set you apart!
